Hybrid working model: 3 days at the office and 2 days remote.
Purpose of Position
We are looking for a resilient, efficient, and confident individual with a passion for customer insights to deliver on the company’s customer-focused strategy by representing the customer, building relationships, and driving the acquisition, retention, and overall growth of customers. The core focus of this role will be to drive pre-campaign planning, post-campaign analysis, tracking studies, and customer performance analytics. The role will be supported by an Advanced Analytics team through a close business partner, with support on all market research from the research specialist role.
Key Responsibilities:
1. Deliver overall customer insights plan contracted with the Marketing Manager Customer to meet all business requirements.
- Own the analytics demand view and work with internal and external stakeholders to deliver and leverage capabilities, including segmentation models, market studies, etc.
- Ensure that all processes are accurately captured and documented to ensure high-quality work is delivered.
- Manage agreed projects as part of the overall Customer Insights plan for the period, delivering work in conjunction with key stakeholders and partners.
- Understand how to consolidate data from various sources to ensure accurate and holistic reporting across channels – this relates to the integration of both data analytics and research to deliver insights and uncover opportunities.
2. Deliver actionable and relevant customer insights back into key business areas (Marketing, Merchandise, Commercial, Operations)
- Build and maintain business relationships with internal stakeholders by providing prompt and accurate service regarding customer and campaign performance and insights.
- Deliver high-quality outputs that make insights consumption easy and clear for key stakeholders.
3. Ensure tracking studies are in place and providing the right level of feedback and direction to the business.
- Own customer performance reporting, ensuring that insights reporting deliverables are met weekly, monthly, quarterly, seasonally, and annually.
- Solution-oriented to ensure that through reporting and measurement ongoing improvements in process and resolution are driven.
- Conduct and drive research on course to ensure accurate and effective strategy and planning.
4. Drive pre-campaign planning and post-campaign analysis
- Own campaign performance reporting across channels, ensuring that insights reporting deliverables are met weekly, monthly, quarterly, seasonally, and annually.
- Solution-oriented to ensure that thorough reporting and measurement ongoing improvements in process and resolution are driven.
- Understand how to consolidate data from various sources to ensure accurate and holistic reporting across channels.
- Collaborate with the digital marketing team to ensure campaigns are effective and profitable.
- Partner with the DM specialist and other marketing colleagues to move insights to action and optimize efforts on an ongoing basis.
5. Data Management and Governance
- Support the Customer Manager in managing customer data and ensuring compliance and best practices linked to POPIA legislation.
- Ensure all processes are clearly documented and adhered to.
Job-related Knowledge and Skills Required:
Knowledge Required
- Understanding of overall business and customer KPIs to track and measure performance over time.
- Understanding of CRM best practices in pre-planning campaigns and post-campaign measurement.
- Understanding of customer data and how to leverage this for commercial value to deliver both insights and inform campaigns.
- Understanding of how to translate business needs/questions into data analysis briefs, as well as being able to interpret analysis output.
- Solid qualitative and quantitative research skills including segmentation, large tracking studies, focus groups, product development, brand tracking, customer immersion, as well as briefing research and interpreting research output.
Skills Required
- Ability to interpret analysis outcomes to deliver relevant customer insights.
- Ability to solve problems in a proactive, solution-oriented manner.
- Ability to derive commercial insights, opportunities, and actions from complex data and information.
- Ability to evaluate market conditions, competitor data, and customer trends.
- Ability to build relationships and influence cross-functionally in the business.
- Ability to operate in a value retail environment and make trade-offs.
- Ability to perform in a pressurized environment with short lead times and deadlines.
Qualifications:
A relevant Degree/National Diploma in Business/Statistics/Marketing/Research.
Experience:
Required
- A minimum of 5 years’ campaign analysis experience.
- A minimum of 5 years’ experience in a campaign and promotional analysis role, CRM programs, Direct Marketing, Customer Value Management.
Preferred
- Retail and specifically clothing retail experience.
- Commercial experience.
- A working knowledge of systems and analytical tools, for example SQL, Power BI, or similar.
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